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The Top 5

Welcome

Welcome to this week's issue of Support Weekly.

We've got a handful of new folks here thanks to this post from Kayako.

Happy to have you on board. Here's how this works. Every Friday I'll send out links to five great reads on customer support. It could be anything from a recap of a support strategy to a data visualization of a salary survey.

If you come across (or write) something on support that you'd like me to consider for including in an issue, simply hit reply on any issue and send it over. Or shoot me an email directly at blake@statuspage.io. Or just say hi!

Think of it this way: when a major league pitcher gets demoted to the minor leagues, he knows what went wrong — because his coaches tell him. It’s their job to give him the honest truth so that he can improve for the good of the team. Maybe his fastball lost velocity. Or his breaking ball isn’t breaking, or he’s getting lit up during day games. And so they send him from Fenway to Pawtucket, AT&T Park to Sacramento, and he works doggedly on his mechanics. He works with coaches to improve. His team needs him to be better. His fans need him to be better. Everyone needs him to be better.

We’ve found that our widely distributed team gives a sense of relief to the teammate who signs off for the day, knowing they won’t feel compelled to log back in a few hours later to check whether the queue got piled up again. Now, we can simply pass the baton to the next teammate.

Customers should be able to easily understand what the product is, how to use it, and what to do if they are unsatisfied. If any one of those facets should fail, you may have an unhappy customer on your hands.

The idea was 'driven' by the Support Driven community. Members of the community weren't happy with the conferences that were currently available. They felt we could do a better job creating actionable content for professional growth, and making an environment where everyone felt comfortable and included. So various Support Driven members started asking, "Hey, can we do a conference?" That was all the spark we needed.